Texas CapTel Supervisor
Location: US, TX, Lubbock
Department: CSD Relay
Salary range: 0-0
Employment type: Full-time
Required experience: Associate
Required education: High School or equivalent
Industry: Telecommunications
Function: Customer Service

Company profile:
Why CSD?CSD is not only a great place to work, but also to learn, grow and give back to the community. Our organization is made up of talented, motivated people from diverse cultural, educational and professional backgrounds. We believe in teamwork, shared ideas, and creating solutions together while respecting individuality and innovation. We seek out people who want to see their ideas put into action, are committed to making a difference and who believe that more is possible! Who We AreHere, you will discover colleagues who have passion for our company, our community, customers and each other, and that are led by a team of outstanding people who believe that more is possible from each and every one of us. 

Job description:
This position assists the Center Manager in managing the day-to day operations of the center. Supervisors are responsible for providing leadership and guidance to team members. Supervisors perform a variety of tasks including but not limited to encouraging and maintaining quality requirements, motivating employees to meet or exceed expectations in attendance, policy adherence, time management, and maintaining overall floor management.Essential Functions:Define the highest level of quality service to all consumers and employeesProvide continuous feedback, support and assistance to employees regarding job performanceResponsible for managing team by providing coaching, development and by managing attendance, work performance and corrective action formsProvide back-up CA duties when necessary (i.e. peak times, sick/vacation shortage, etc.)Assist with new and on-going training of CAs regarding technical and/or procedural changesSupport employees in meeting or exceeding performance standards as outlined by state contracts, customer requirements and company standardsSupervise, monitor, and formally evaluate assigned CAs’ job performance by tracking accuracy and speed requirements, policy adherence, aux and log in times, and attendanceOpen to Internal CSD employees only.

Requirements:
Current CSD employee with CA experience (clear/open voice quality, ability to speak quickly while maintaining clarity and enunciation, strong memory recall ability)Not on any level of probation or corrective action above Oral WarningAttendance points below 6Been in current position for at least 3 monthsBachelor’s degree strongly preferred, or combination of qualified education and experience Supervisory experience in a call center environment preferredStrong coaching, development and communication skills a mustExcellent customer service experience and a relaxed/calm demeanorExperience with Deaf, Hard of Hearing and Speech Impaired customers a plusAbility to work various schedules including weekdays, weekends, and evenings

Benefits:
CSD offers a competitive benefits package for full-time employees. For a full list of benefits and perks, please visit the career page.Communication Service for the Deaf, Inc. is an Equal Opportunity Affirmative Action Employer and drug free and tobacco free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin, including individuals with a disability and protected veterans.